Customer Service Specialist

Who We Are: At Emburse, you'll not just imagine the future – you'll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results. Our AI-powered platform helps organizations modernize financial operations, increase visibility, and optimize spend across the enterprise. Join our team as the internal authority on security and compliance representation – and the organization's credible, knowledgeable face to enterprise buyers, procurement teams, and third-party risk functions. The Customer Trust Lead is a specialized individual contributor responsible for managing Emburse's customer-facing security and compliance due diligence function, supporting the full breadth of Emburse's customer-facing organization – including all Customer Success Managers, Extended Services, Client Sales and Installations teams – and serving as a critical enabler of the renewal cycle. The role owns the full lifecycle of security questionnaires, DDQs, and vendor risk assessments, managing approximately 500 engagements annually across Emburse's portfolio of 14 products. Emburse is an industry leader specializing in Financial SaaS software including Expense and Accounts Payable (AP) Reporting and Management. What You'll Do: Own end-to-end response for all inbound security questionnaires, DDQs, and vendor risk assessments across new business, renewals, Extended Services engagements, and Installations – supporting the full customer-facing organization via RFPIO Maintain and continuously improve a high-quality content library in RFPIO and SafeBase that reflects current, accurate, and approved Emburse positions across all 14 products Triage all inbound requests to confirm scope, route non-security requests appropriately with documented rationale, and manage response SLAs with proactive communication; elevate blockers including unanswerable questions and policy gaps Serve as the internal subject matter expert on Emburse's security and compliance posture across frameworks including SOC 2, ISO 27001, NIST 800-171, CSA CAIQ, GDPR, CCPA, and others required by the customer base, in direct liaison with the CISO and DPO Translate complex technical and compliance concepts into clear, accurate, customer-facing language calibrated to the audience, staying current on Emburse's certifications, audit outcomes, policy changes, and product-level control updates across all products Partner with Security, Legal, and Product teams to validate responses, identify gaps, and ensure nothing is overstated or misrepresented Co-manage and maintain Emburse's SafeBase Trust Center as the primary self-service destination for customer security inquiries, keeping content current and aligned with the RFPIO content library Drive SafeBase adoption among customers and CSMs to reduce inbound DDQ volume for requests that can be self-served, and identify content gaps based on recurring questionnaire themes Enforce intake governance: maintain and apply routing guides, SLA tiers, and scope definitions; document and track reason codes for out-of-scope requests, declined engagements, and escalations Maintain accurate records of all engagements for pipeline visibility and capacity planning, and contribute to policies governing non-standard intake methods, including customer requests for portal-based vendor risk platform access What We're Looking For: 5+ years in information security compliance, vendor risk, customer trust, or a closely related function Demonstrated working knowledge of SOC 2, ISO 27001, NIST 800-53, SCCs, SIG, CSA CAIQ, GDPR, and CCPA Experience managing high-volume security questionnaire or DDQ workflows, ideally in a SaaS environment Exceptional written communication skills – precise, defensible, and audience-aware Proficiency with RFPIO or a comparable questionnaire automation platform Strong organization skills and ability to manage a large concurrent workload independently Experience administering or contributing to a Trust Center platform (SafeBase, Vanta, Drata, OneTrust, Whistic, or similar) is preferred, but not required Familiarity with public sector or regulated industry requirements (FedRAMP, StateRAMP, CMMC) is preferred, but not required Background in T&E, fintech, or multi-product SaaS is preferred, but not required Why Emburse? Finance is changing—and at Emburse, we're leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what's next, not what's slowing them down. A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize their finance operations. A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-world challenges. A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that supports your success. A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making for businesses everywhere. $78,600 - $95,000 a year Shape your future & find what's next at Emburse. Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr